Refund policy

Last updated: 26 August 2026

We want you to be happy with what you bought. If something has gone wrong, email hello@3decorstudio.com and we will sort it out.

There are two different situations on this page, and they have different rules. Please read the one that applies to you.

Something is wrong with the item · You changed your mind

What it covers · Faulty, damaged, missing parts, or not what was described · You just don't want it

Your rights come from · The Australian Consumer Law. We cannot take these away. · Our own goodwill policy

Time limit · A reasonable time — not a fixed 30 days · 30 days from delivery

Who pays return postage · We do · You do

Condition required · Not required to be in original packaging · Unused and in original condition

What you get · Repair, replacement or refund — see section 2 · A refund of the product price

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page, anywhere else on our website, or in anything we say to you limits those rights.

Among other things, the law guarantees that what we sell you:

  • is of acceptable quality — safe, durable, free from defects, and does what a reasonable person would expect it to do
  • matches its description, and matches the photos and samples we showed you
  • is fit for any purpose we told you it was fit for, or that you told us about before you bought

If we don't meet one of those guarantees, you have a remedy. That is the law, not our policy.

2. If your item is faulty, damaged or not as described

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Major failure — you choose

A failure is major if, for example:

  • you would not have bought the item if you had known about the problem
  • the item is significantly different from its description or the photos
  • the item is unsafe
  • the item can't be fixed easily or quickly

If the failure is major, you choose what happens. You can ask for:

  • a full refund, or
  • an identical replacement, or
  • to keep the item and be paid compensation for the drop in its value

You do not have to accept a repair. You do not have to accept a store credit or gift card instead of a refund. If you want your money back, you get your money back.

Minor failure — we choose, but we must act promptly

If the failure is minor and can be fixed, we may choose to repair it, replace it, or refund you. We will do that within a reasonable time. If we take too long, or we can't fix it, you can then reject the item and choose a refund or replacement instead.

Either way

  • We pay the return postage. If we need the item back, we will send you a prepaid label or reimburse what you spend sending it. You should never be out of pocket to return a faulty item.
  • You don't need the original packaging. We will not refuse a claim because you threw the box away.
  • Refunds go back the way you paid. Card payments go back to the card. PayPal goes back to PayPal. We will not push a store credit on you.
  • Sale and discounted items are covered too. A discount does not reduce your consumer guarantee rights.
  • You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the fault.

How long do these rights last?

Longer than 30 days. Consumer guarantees last for a reasonable time, which depends on what the item is, what it cost, and what a reasonable person would expect. There is no fixed cut-off, and we do not set one.

The 30-day window further down this page is our change-of-mind policy. It has nothing to do with your rights when something is actually wrong.

What is not a fault

To be straight with you about what to expect:

  • Fine layer lines on the surface. Everything we sell is 3D-printed, layer by layer. Visible layers are how the object is made, and we photograph them honestly. They are not a defect.
  • Small variations between items. Each one is made and assembled by hand, so pebble placement and the exact set of the succulent vary a little.
  • Damage from heat. PLA softens in high heat. An item left in a parked car, on a sunny windowsill or outdoors in summer can warp. That is misuse, not a manufacturing fault, and we say so clearly on the product page and in our FAQ.
  • Damage from water. These planters have no drainage hole and are not watertight. They are not made to hold a live plant or water.

If you're not sure whether what you're looking at is a fault, send us a photo and ask. We would rather look at it than argue about it.

3. If it arrived damaged or didn't arrive at all

Parcels get crushed and parcels go missing. Either way, that is our problem to fix, not yours — you don't have to chase Australia Post.

Arrived damaged: email us a photo of the item and a photo of the outer packaging. Please do this within 7 days of delivery if you can. That deadline is a request, not a limit on your rights — it just makes our claim with Australia Post far easier. We will replace the item or refund you.

Never arrived: if tracking has not moved for 7 business days, or the parcel is marked delivered and you don't have it, email us. We will investigate with Australia Post and either replace it or refund you.

The exception is where you asked for the parcel to be left unattended (an "authority to leave" or safe-drop instruction), or you gave us an incorrect or incomplete address. In those cases we will still try to help, but we cannot guarantee a replacement.

4. Change of mind — 30 days

Separately from everything above, and on top of it, we accept change-of-mind returns.

You have 30 days from the day your parcel is delivered to tell us you want to return it.

To be accepted, the item must be:

  • unused and in the same condition you received it
  • complete — pot, succulent and pebbles
  • returned in packaging that will protect it in transit

For change-of-mind returns:

  • you pay the return postage, and we recommend a tracked service, because you are responsible for the item until it reaches us
  • we refund the price you paid for the product
  • original shipping charges are not refunded
  • if the item comes back damaged because it was badly packed, we may reduce the refund to reflect the damage, and we will explain why before we do

That's it. You don't have to give a reason, and we won't ask you for one.

5. How to make a claim or start a return

Email hello@3decorstudio.com and include:

  • Your order number (it's in your confirmation email, starting with #)
  • Which item, if you ordered more than one
  • Whether this is a fault or a change of mind
  • For a fault: photos of the problem, and of the outer packaging if it was a transit issue
  • What you'd like to happen

Any reasonable proof of purchase works — your order confirmation email, the order number, or a bank statement showing the payment.

What happens next:

  • We reply within 2 business days.
  • For faults, we will tell you straight away whether we need the item back. Often a photo is enough and we will just replace it or refund you.
  • If we do need it back, we will send you a prepaid label or confirm we will reimburse your postage, and we will give you the return address then. Please don't post anything back before we've confirmed the return — we can't match up parcels that arrive unannounced.
  • Once we have the item, or once we have agreed the outcome, we process the refund or send the replacement within 2 business days.

6. How long refunds take

We process the refund at our end within 2 business days of approving it. After that it depends on your bank or PayPal — usually 5 to 10 business days before it shows up in your account. Refunds always go back to the payment method you used.

7. Cancelling an order before it's posted

We make things in small batches, so there's usually a short window. If your order hasn't been dispatched yet, email us and we'll cancel it and refund you in full. Once it's with Australia Post, treat it as a change-of-mind return under section 4.

8. If you're not happy with how we've handled it

Tell us. Email hello@3decorstudio.com and say so plainly — one person reads that inbox and can fix things.

If we still can't sort it out, you can get free advice or lodge a complaint with the consumer protection agency in your state or territory. In New South Wales that is NSW Fair Trading (fairtrading.nsw.gov.au, 13 32 20). The ACCC publishes plain-English guidance on consumer guarantees at accc.gov.au — it is worth reading if you want to check what we've said here.

9. Contact

hello@3decorstudio.com

3DecorStudio, Sydney NSW, Australia